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About the Role

Manage incoming calls to process orders, address inquiries, resolve issues, and handle complaints while maximizing sales opportunities. Accurately enter orders, process cancellations, and address billing and product-related questions, all while documenting interactions and maintaining a patient, respectful approach.

Responsibilities

• Address order-related issues and ensure a smooth order fulfillment process
• Coordinate with vendors and logistic partners to ensure on-time delivery and resolve any sourcing and delivery issues
• Maintain the company's profit margin on each customer order
• Correctly input the order and sourcing details to the system for accurate reporting
• Identify discrepancies on order summary and report it to the Fulfillment supervisor
• Complete the task on a timely manner
• Receive and process order changes notification
• Contact the customer on a timely manner and accurately discuss the changes of their order
• Seek the customer's approval on the order change
• Collaborate with the fulfillment team to proceed with the sourcing of the approved order

Requirements

• Must have a strong and stable internet connection at home.
• With at least 25 mbps postpaid subscription and proof of internet billing; actual internet speed of at least 20 mbps download and not less than 10 mbps upload.

Skills

• Strong English-language speaking skills, both reading from the script and unscripted.
• Strong phone skills. Ability to speak clearly and confidently to the caller.
• Ability to steer the conversation and not be overwhelmed or lose focus.
• Highly efficient multitasking skills.
• Good customer service orientation.
• Strong attention to detail and retention of information.
• Ability to relay information/instructions to elderly people comprehensively.
• Can work without direct supervision.
• Has a great understanding of FPS’ core values.
• Good computer navigation and internet skills.
• Proficiency in MS Office, including the ability to operate computerized accounting and spreadsheet programs for the Accounts Payable LOB.

Location

• Kansas City, MO
• Chennai, India
• Bogota, Colombia
• Manila, Philippines

Work Type

• Remote

Experience Level

• 2 years of call center experience with 1 year relevant sales & retention background (cross sales, inbound sales).
• Related experience in a fulfillment, logistics, or supply chain role, preferably in a similar industry.
• Experience coordinating with vendors and managing logistics operations.

Education Level

• At least 2 years in College, any course or Senior High School graduate or its equivalent.
• Must be of legal age to work in the Philippines; minimum of 18 years old.

Benefits

• Lucrative compensation program
• Medical benefits
• Dental benefits
• Vision benefits
• Opportunity for high potential career growth

About the Company

• Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization.
• FPS puts culture and employees first.
• FPS is a rapidly growing global company, employing the best people, processes and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.
• FPS invests in its people and puts culture first because they believe that happy, fulfilled teams deliver breakthrough results.
• FPS offers a competitive suite of benefits for its employees.